It would be extremely helpful to filter the default ticket reports (such as Help Desk In-Depth, Ticket Volume Trends, and Agent Performance) by custom Customer Fields.
For example, we have a custom Customer Field for Contact Type. It would be very useful to track ticket volume and response times for tickets submitted by customers with a certain Contact Type.
Currently, our only options are to filter by Ticket Field or by individual requester.
This would be incredibly valuable for us, too. We have numerous custom fields for companies such as their timezone, key account, etc. We need to be able to create ticket views to show tickets with certain types of customers.
It would also be nice to be able to show custom customer fields as an additional column in the ticket views, right now we can only show additional ticket fields.
Leslie and Matt,
Both on the ticket list page and in a report inside Analytics, we do not have an option to add custom contact fields as filters yet.
Requester's name/email, Company name, etc are few among the available ones in the list of filters, ready to use.
This has been designed, keeping in mind that reports are always drilled down using ticket properties rather than the customer information.
We are happy to take this to our product managers and explore the possibilities of implementing this. Please watch this space for updates from us.
Cheers :)
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